Salesforce: Administración de Service Cloud

CURSO
Salesforce: Administración de Service Cloud
Modalidad: Webinar. Sesiones en aula virtual con profesor
Contacto: soporte@nanforiberica.com
Tutores: Javier Lozano Moreno - javierl@nanforiberica.com

ESPECIALIDAD
Salesforce - Administrators

DESCRIPCIÓN DEL CURSO
Servicios de valor con Salesforce:
Soluciones tecnológicas
Soluciones verticales
Integración con terceros
Soluciones de movilidad
Soluciones de Formación
Descripción cursos
Plataforma Apex

DIRIGIDO A
Service Cloud Administration is designed for:

* Administrators with at least 6 months experience using Salesforce and/or
* Administrators who have completed the Administration Essentials for New Administrators course

REQUISITOS DE SOFTWARE Y HARDWARE
Hardware: PC Multimedia
Pentium IV o superior, 1 Gb de memoria, tarjeta de sonido, altavoces/cascos
Software:
Windows Vista, Windows 7 o Windows 8
Navegador de internet (Internet Explorer 9 o superior, Mozilla, Firefox, Chrome o cualquier navegador actual compatible con html5)

CONTENIDOS DEL CURSO

• Case Management, Automation, and Entitlements
• Create a support process to meet business requirements.
• Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules.
• Understand Entitlement Management.
• Salesforce Knowledge
• Understand the key concepts of Salesforce Knowledge.
• Define the differences between Solutions and Salesforce Knowledge.
• Complete the features required to deploy Knowledge using article types, data categories and case integration.
• Understand Knowledge Centered Support.
• Setting Up and Customizing the Console for Service
• Understand the functionality of the Salesforce Console for Service.
• Assign Service Cloud User licenses to users.
• Create a Service Console app.
• Understand Live Agent.
• Enable and add Live Agent to the Console.
• Understand the basics of CTI.
• Enable and add the Salesforce Open CTI Demo to the Console.
• Enhancing Service with Communities and Chatter Answers
• Understand the use cases, goals, and setup of Communities.
• Enable Communities in a Salesforce organization.
• Create a Community.
• Add external members to a community.
• Understand the functionality of Chatter Answers.
• Configure zones to determine content availability.
• Integrate Answers into the Call Center.
• Integrate Answers into a community.
• Evaluación final
• Cuestionario de Calidad

Nota:
Los contenidos podrán sufrir variaciones para adecuarse al grupo y las novedades de Salesforce.